Guest Experience Agent — Front Desk & Reservations

Home2 Suites Poughkeepsie; City of Poughkeepsie (NY); On-site; USD 2,066,000 - 2,617,000; Full time

Benefits offered by this job

PTO with immediate accrual

Access 50% of wages prior to payday

Hotel Discounts Worldwide

Health Insurance

Dental Insurance

Vision Insurance

401(k) with immediate match

Double Time for Holidays Worked

Health Savings Account

Employee Assistance Program (EAP)

Job summary

Home2 Suites Poughkeepsie is seeking a Guest Service Representative to be the first and last impression for guests, handling check-in/out, reservations, and front desk operations. You will ensure a welcoming, efficient experience across all guest interactions in a fast-paced hotel setting.

The role requires friendly, detailed communication, strong cash-handling skills, and a commitment to guest satisfaction, with duties including promoting the loyalty program and maintaining accurate records and

Qualifications

• High School Graduate or GED required.
• Knowledge of front desk operations and procedures, guest services and hotel services.
• Proficient in English; additional languages helpful in multicultural environment.
• Able to work independently and as part of a team.
• Proficient in MS Office and familiarity with brand operating systems.

Responsibilities

• Ensure every guest is greeted and welcomed in a unique and personable way upon arrival.
• Book guest hotel reservations.
• Register guests to the hotel, verifying reservation, personal information and securing payment information.
• Answer and route calls as appropriate; take guest messages with accuracy.
• Promote the brand loyalty program and provide recognition and benefits to all present members.
• Anticipate guests’ needs and respond timely, efficiently, appropriately and in a friendly manner.
• Assist in resolving guest complaints regarding service and/or accommodations, whether handling on own, or elevating to managerial level.
• Responsible for cash drawer contents and transactions during shift.
• Maintain accurate records including cash flows, registration cards, reservation cards, and property walks.
• Process all market and retail transactions for the guests.
• Assist in handling mail and other electronic communication and provide guests with information regarding hotel facilities and local attractions.
• Maintain appropriate market inventory levels, restocking when necessary.
• Handle confidential information, including guest records, with a high degree of integrity.

Skills

Customer service

Cash handling

Multilingual communication

Teamwork

Problem solving

MS Office

POS systems

Education

High School Diploma or GED

Tools

MS Office

POS systems

Brand operating systems

Job description

Home2 Suites Poughkeepsie is seeking a Guest Service Representative to be the first and last impression for guests, handling check-in/out, reservations, and front desk operations. You will ensure a welcoming, efficient experience across all guest interactions in a fast-paced hotel setting.

The role requires friendly, detailed communication, strong cash-handling skills, and a commitment to guest satisfaction, with duties including promoting the loyalty program and maintaining accurate records and